Customer Success Associate

The Customer Success Associate is the trusted advisor to our customers, focusing on relationship building, proactive outreach, and driving value and strategic conversations with SMB and Mid-Market customers to promote satisfaction, product adoption, retention, renewals, and spend.

Location: United States

Responsibilities

• Provide industry and platform expertise to help customers derive valuable insights from our product
• Advise customers on best practices in order to drive maximum value and ROI from the platform
• Partner with Account Managers to build growth strategies for your book of business and work with them to secure successful renewals and expansions
• Empower customers to connect their goals and challenges with Sendoso’s offerings
• Build trusted relationships with key stakeholders within customer organizations to drive adoption, ensure renewals, and create new revenue opportunities
• Develop customized success plans that both accelerate adoption and provide the customer with a path to achieve their desired outcomes with Sendoso
• Take ownership of new accounts and manage their onboarding in conjunction with the Onboarding Team
• Leverage data to develop communication strategies driving the greatest impact at scale
• Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
• Project manage the customer journey using internal and external resources as needed
• Run a high-touch process with customers to ensure that they're realizing the full potential of Sendoso’s platform
• Build, own, and execute client success and engagement plans
• Leverage Customer Success technology tools (PlanHat, Salesforce, Tableau, etc.) to understand customer health and run plays to mitigate risk and churn.

Requirements

• 1-2 years working in a B2B SaaS environment, Martech industry experience a plus
• Ability to interact and collaborate with key stakeholders within customer organizations at the Champion and decision-making level
• Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all levels
• A track record of meeting or exceeding performance and retention goals
• Experience with Salesforce
• Project management experience is a plus

Benefits

• Comprehensive Medical Plans
• Take-What-You-Need Time Off
• LSA (Lifestyle Spending Account) with Compt
• 401K Plan
• FSA Plan
• Free General Medical & Mental Health care via Healthjoy
• Volunteer Time Off
• Birthday Time Off
• Generous parental leave benefits for both birthing and non-birthing parents
• Access to Employee Assistance Programs (EAPs)
• Financial wellness benefits through Morgan Stanley
• Remote work environment